Visitor Services

Thank you for your interest in the post of steward with Historic Environment Scotland, based at Iona Abbey and Nunnery. This is a fixed term and pensionable appointment.

The post holder will be responsible for delivering the highest standards of visitor experience at Iona Abbey and Nunnery working across all areas, including in the shop, admissions area and outside, with delivery of guided tours a core part of the role.

This is a full time position, 37hs per week until 30th September.

JOB DESCRIPTION AND PERSON SPECIFICATION
Post: Museums Education and Access Officer
Department: Museums, Galleries and Archives – Managed Services
Reporting to: Curator
Hours: 16 hrs per week
Base: Hawick Museum
Grade: Grade 6
Job Purpose:
Responsible for bringing out the full learning and access potential of the
museums & galleries, collections, data, digital content and
exhibitions/activities focusing on Hawick and Jedburgh areas.
Responsibilities:
1. Design, identify, produce and test sustainable new learning resources for
formal and informal learning in museum displays. Develop learning resources
which support the principles and purposes of the Curriculum for Excellence
and maximize public access to museum collections and loan material.
2. Develop learning & access resources in line with Museums Access and
Inclusion Policy: including devising projects for schools & colleges, assisting
with digital learning/virtual gallery content, and liaising with community
groups to support their participation in our museums learning activities and
development of collections based learning in the wider community.
3. Devise formal and informal learning events programmes within our museums
and venues, and contribute to approved joint learning activities as part of an
outreach programme.
4. Promote and digitally market learning opportunities in liaison with the
Curator, in order to build links with new and existing audiences and support
social media promotions of lifelong learning activities. Be the main link for
liaison between museums and education organisations, industry or community
groups in relation to relevant project activities.
5. Support the development of effective links and partnerships with other service
providers and stakeholders in the museum service, creative learning and
colleagues in The Archive section and Heart of Hawick, so as to provide a
seamless service to the public and to maximize public access through
developing lifelong learning and social inclusion access projects.
6. Demonstrate effective knowledge and skills required for working with
Museums, Galleries and Archive Service collections and loan collections –
including handling and lifting skills and awareness of appropriate collections
care, conservation, interpretation, digital and display techniques in learning
environments.
7. Assist with provision of training and resources for museums & archives
education activities in support of staff such as Museum & Galleries Assitants,
Archives Assistants, Information & Engagement Assistants, Volunteers and
Project Workers.
8. Ensure that projects coordinate effectively with other local and national
initiatives.
9. Undertake analysis, monitoring, evaluation, performance, change and quality
management activities reporting on a monthly basis to meet the needs of the
service.
10. Identify, review and develop opportunities to draw down external funding to
support project work.
11. Build and maintain good working relationships with colleagues within the
organisation
12. Represent Live Borders internally and externally e.g. at networking events,
meetings, conferences and exhibitions to enhance and strengthen the Live
Borders profile
13. Comply with, and ensure compliance with, all Live Borders policies and
procedures
14. As an employee you must take reasonable care for the health and safety
of yourself, other employees and anyone else who may be affected by
your work activities carried out. Employees shall work in accordance
with policies, procedures, information, instructions and / or training
received
15. This job description is indicative of the nature and level of responsibility
associated with the job. It is not exhaustive and there may be a
requirement to undertake such other duties as may be required to meet
the needs of the Service or Live Borders
Other details:
Driving duties will be required to meet the needs of the service including approved
travelling to venues and meetings within and beyond the Scottish Borders.
Requirement for PVG/Disclosure check –yes

JOB DESCRIPTION

Post: Marketing and Events Officer
Directorate: Commercial Services
Reporting to: Marketing and Communications Manager

Job Purpose:

Responsible for the development and delivery of the Great Tapestry of Scotland Marketing strategy. Developing and delivering an events programme, sponsorship and fundraising opportunities.

Responsible for driving the charitable focus of the Live Borders’ Marketing and Communication strategy to internal and external stakeholders.

Duties include:
1. Lead the execution of marketing programs from start to finish, leveraging internal support and driving collaboration across national and international markets.
2. Establish positioning, identify target audiences, and develop marketing plans with specific objectives across different channels and segments
3. Work with Fundraising officer to identify opportunities
4. Analyse customer insights, consumer trends, market analysis, and marketing best practices to build successful strategies
5. Keep, create, maintain, and conduct analytics reporting across multiple platforms and extract key insights for future campaign development and go-to-market strategies, complete with formal proposals and recommendations
6. Develop and deliver Events programme positioning the centre as a desirable venue for private and public events.
7. Manage projects with external marketing support providers e.g. designers, web or media relations support
8. Effectively manage project budgets and advise teams on marketing spend
9. Update the Great Tapestry of Scotland website using content management systems (CMS) with a view to SEO optimisation
10. Daily management of social media to achieve growth in audiences and engagement

This job description is indicative of the nature and level of responsibility associated with the job. It is not exhaustive and there may be a requirement to undertake such other duties as required

We are looking for candidates for full time positions (36 hours per week) part time (18 hours + per week) and also lunch time cover shifts (11:30 – 15:30 daily up to 5 days per week)

Would you like to be part of a team that welcomes 750,000 visitors a year?

Do you have a love of Edinburgh’s history, along with a head for heights?

We are looking for individuals who can deliver a welcoming, memorable and enjoyable experience for all the visitors and customers, ensuring that they receive the highest level of customer service at all times whilst contributing to the commercial success of our collection of unique venues.

Please note, this post will include weekend working and occasional evenings.

Before applying for this job, it is important you read the job description and person specification by clicking on the attachments. These explain the job role.

The post will give team members the opportunity to work throughout our amazing venues: Nelson Monument, City Art Centre, Museum of Childhood, Museum of Edinburgh, People’s Story, Writers’ Museum, The Scott Monument and Queensferry Museum.

The post will involve working both indoors and outdoors plus due to the historic nature of our building involves climbing and descending a lot of stairs, and if working at one of the monuments the chance to look out over the breath taking sights of the Capital from the best view point in the City!

We’re committed to creating a workplace culture where all our people feel valued, included and able to be their best at work, and we recognise the benefits that a diverse workforce with different values, beliefs, experience, and backgrounds brings to us as an organisation.

Our salary range typically reflects the initial starting salary and annually increases until it reaches the top of the range.

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Retail and Food & Beverage activities making the property the best possible place to visit and work.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.

To maintain excellent standards of site and personal presentation at all times
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Retail/Admissions/Food & Beverage duties (where applicable)
• To ensure good housekeeping of kitchens, serveries and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager.

JOB PURPOSE
To maximise visitor enjoyment by providing an efficient and accurate service, and high standards in housekeeping based on the needs of the property.

KEY RESPONSIBILITIES & ACCOUNTABILITIES
The Housekeeper is responsible for a wide variety of housekeeping duties in connection with the well-being and care of the holiday accommodation and visitor facilities at Crathes (as per the Trust’s Housekeeping Procedures Manual), including the following:

• Maintain stock-levels of housekeeping consumables and janitorial supplies.
• Routinely clean and look after the holiday accommodation and will involve but is not limited to:
o vacuuming, sweeping, mopping, polishing of floors
o dusting/polishing of surfaces and fittings such as furniture, ornaments, panelling, stairs, and doors
o dusting/wiping of sills, skirtings, door, and window frames
o cleaning of windows
o cleaning of lavatories, sinks, etc
o changing of bed linen and towels, and making of beds
o cleaning of bathroom/toilet areas and fittings
o cleaning of kitchen areas and equipment
o checking functionality of lighting, heating, TV/radio etc
o replenishing of welcome/hospitality trays, and consumables
o cleaning and providing clean laundry for each occupancy
o disposal of general household waste

• To be first point of contact in case of queries or questions from clients regarding the holiday property and to provide additional service or help when requested.
• Assist with the administration of any repair works.
• Monitor the condition of furniture – reporting any loss or damage to the Visitor Services Manager
• Ensure COVID 19 Guidelines and Safe Systems of Work is implemented effectively within function and with external contractors.
• Undertake any administration required in support of housekeeping, including (but not limited to): planning regimes for routine and in-depth cleaning; stock control and ordering of recommended cleaning consumables/janitorial supplies; recording work undertaken.
• Deliver excellent customer care to foster a friendly and inviting atmosphere for visitors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, and considered use of transport.
• In accordance with the property’s procedures, share in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm. This includes weekly fire alarm checks whilst cleaning and keeping a record of the checks.

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Crathes Castle.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The post is responsible for providing a consistently high standard for a wide variety of housekeeping duties in connection with the well-being and care of the property

• The general ongoing operational cleaning of all areas as necessary, including but not limited to toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc.
• Actively support the Trust’s Conservation programme and undertake general housekeeping duties to the highest level of care.
• In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, china, silverware, other artifacts and delicate fabrics and curtains.
• Reporting losses/breakages, wear and tear and repairs required immediately.
• Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.
• Working in harmony with other departments; visitor services, events, gardening, maintenance and site repair employees/contractors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.
• Follow Trust policy regarding Health and Safety, Environmental Sustainability, and Collections Care.
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all H&S hazards or fire risks immediately.

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

SCOPE OF JOB
People Management
• Will have regular (daily) interaction with members of the public of all ages and abilities.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day property needs.
• Sound previous housekeeping experience.
• Personal commitment to high standards of cleanliness.
• Personal commitment to excellence in customer care.
• Attentive to detail with an eye for presentation and finish.
• This is a physical job, which will normally include use of vacuums, mop and bucket, lifting, fetching and carrying laundry and objects.
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working.
• The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
• A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.

To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Retail/Catering/Events/Cashier duties (where applicable)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.
• To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.

To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Retail/Catering/Events/Cashier duties (where applicable)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.
• To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Kellie castle and help generate the income that enables us to care for the Castle & Gardens.

You’ll help to maximise sales through excellent customer service and product knowledge, in the shop, welcome hub, Castle and tea room, taking a pride in presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide a consistently high standard of visitor care at all times.
• Welcoming all visitors to the site and processing their purchase / admission/ membership/ order in a friendly, efficient and knowledgeable manner.
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act
• Answering visitors’ queries about the castle, food and drinks, or retail items.
• Checking on how visitors are enjoying their experience and ensuring all their needs are met.
• Promoting the National Trust for Scotland and the benefits of membership.
• Proactively engaging visitors in the stories and history of the site including guiding and providing tours.
• Promoting the National Trust for Scotland brand, to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid
• To maintain excellent standards of site and personal presentation at all times.
• The general ongoing operational cleaning of all areas as necessary.
• Wearing correct uniform, name badges, or PPE as required.

SCOPE OF JOB

Customer Service

• Regular interaction with members of the public of all ages and abilities, many from overseas and many National Trust for Scotland members.

Teamwork

• Regular interaction with employee and volunteer colleagues to share daily tasks and support a smooth visitor operation.

Sales, stock and financial processes

• Help achieve sales targets and membership recruitment targets.
• Operate tills and share end of day cash reconciliation duties, as appointed by Visitor Services Supervisor.
• Support the Visitor Services Supervisor with stock management processes.

Tools/equipment and cleaning chemicals

• Occasional user of cleaning chemicals.
• Expected to become familiar with and comply with the property’s Health and Safety and food hygiene policies or ‘Safe Systems of Work’
The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

Working front of house you will meet and greet visitors and assist them so that they have a great visitor experience. You will also sell tickets and retail goods.

Previous experience of delivering high quality service to others is essential but just as important to us is your confident and visitor focused disposition. You will be moving around the museum a lot, sometimes working outside and in areas exposed to the elements.

There is currently one seasonal position available. The working hours for this position are 5 days (5 x 5 hours, 25 hours per week), 10:40-16:20 with 40 minutes lunch, between April and October each year on a rota that includes weekends. There may be the opportunity to work part-time between November and March but this is not guaranteed.

Armadale Castle, Gardens & Museum is a 5-star visitor attraction situated on Skye’s beautiful Sleat Peninsula. We are looking for additional team members to provide a warm Highland welcome this season. You will be part of a friendly and dynamic team committed to delivering an outstanding visitor experience in a breathtaking location.

As Visitor Host you will be based primarily in our Gatehouse ticket office and gift shop, which is first point of contact for most visitors. We are looking for people who can offer those visitors a warm welcome, ensuring they have a positive and memorable experience even through the busy times. The role requires the selling of merchandise and gifts, cash handling and use of tills, for which training will be provided. From time to time you may also act as Visitor Host in our award-winning Museum of the Isles.

The role is part time, 2 or 3 days a week, and there may be the potential for extra hours if desired. We offer a highly competitive salary of £12/hour and a benefits package, including attractive end of season bonus and staff discounts.

This is an immediate vacancy and applications will be assessed as they come in, so early application is advised.